Frequently Asked Questions
Find Answers to Common Questions
Everything you need to know about our jewelry, policies, and services.
Orders & Shipping
How long does shipping take?
Standard shipping within the US takes 3-5 business days. Express shipping (1-2 business days) and overnight shipping are also available. International shipping times vary by destination, typically 7-14 business days. All orders are fully insured and require signature confirmation.
Do you offer free shipping?
Yes! We offer complimentary standard shipping on all orders over $500 within the United States. For orders under $500, standard shipping is $25. Express and overnight shipping rates vary based on the value and destination of your order.
Can I track my order?
Absolutely. Once your order ships, you'll receive a tracking number via email. You can also log into your account on our website to view your order status and tracking information at any time.
Do you ship internationally?
Yes, we ship to most countries worldwide. International shipping costs and delivery times vary by destination. Please note that international customers are responsible for any customs duties, taxes, or fees imposed by their country. We recommend checking with your local customs office for specific requirements.
Returns & Exchanges
What is your return policy?
We offer a 30-day return policy for most items in their original condition. Items must be unworn, undamaged, and returned with all original packaging and documentation. Custom and personalized pieces are final sale unless there's a manufacturing defect.
How do I return an item?
Contact our customer service team at support@jewelryatelier.com or call (555) 123-4569 to initiate a return. We'll provide you with a prepaid return label and detailed instructions. All returns must be shipped via insured mail with tracking.
Can I exchange an item for a different size?
Yes, we offer free exchanges for different sizes within 30 days of purchase, provided the item is in its original condition. For rings, we recommend using our size guide or visiting our showroom for professional sizing before ordering.
How long do refunds take?
Once we receive and inspect your returned item, refunds are processed within 3-5 business days. The refund will be credited to your original payment method. Please allow additional time for your bank or credit card company to process the refund.
Custom Design & Services
How does the custom design process work?
Our custom design process begins with a consultation where we discuss your vision, budget, and timeline. Our designers create sketches and 3D renderings for your approval. Once approved, our master craftsmen begin creating your piece. The entire process typically takes 4-8 weeks, depending on complexity.
What does a custom piece cost?
Custom piece pricing varies greatly depending on materials, complexity, and size. We provide detailed quotes after your initial consultation. Our custom pieces typically start around $2,000 and can range significantly higher for elaborate designs with premium materials.
Can you work with my existing jewelry?
Yes! We can redesign, reset, or incorporate your existing jewelry into new pieces. This is a wonderful way to update heirloom pieces or combine multiple items into something new. We'll assess your pieces during a consultation and discuss options.
Do you offer jewelry repair services?
We provide comprehensive repair services for all types of jewelry, whether purchased from us or elsewhere. Services include prong repair, chain repair, stone replacement, resizing, and restoration. Contact us for a repair estimate.
Product Information
Are your diamonds certified?
Yes, all our diamonds 0.50 carats and above come with certification from reputable grading laboratories such as GIA, AGS, or Gübelin. Smaller diamonds are carefully selected and graded by our certified gemologists according to the same strict standards.
Do you use ethically sourced materials?
Absolutely. We are committed to ethical sourcing and are members of the Responsible Jewellery Council. All our diamonds are conflict-free, and we work with suppliers who adhere to strict ethical and environmental standards. We can provide documentation of our sourcing practices upon request.
What metals do you work with?
We work with a variety of precious metals including 14k, 18k, and 22k gold (yellow, white, and rose), platinum, and sterling silver. We can also work with alternative metals like palladium upon request. All our metals are recycled when possible.
How do I determine my ring size?
We recommend visiting our showroom for professional sizing, which is the most accurate method. We also offer a complimentary ring sizer that we can mail to you, or you can use our online size guide. Keep in mind that finger size can vary throughout the day and with temperature changes.
Care & Maintenance
How should I care for my jewelry?
Proper care varies by material, but general guidelines include storing pieces separately, avoiding harsh chemicals, and regular cleaning with appropriate methods. We provide detailed care instructions with every purchase and offer professional cleaning services. Visit our Care Guide for comprehensive information.
How often should I have my jewelry professionally cleaned?
We recommend professional cleaning and inspection every 6 months for frequently worn pieces. This helps maintain their beauty and allows us to check for any potential issues like loose stones or worn prongs before they become problems.
Do you offer warranties?
Yes, all our jewelry comes with a lifetime warranty against manufacturing defects. This covers issues like faulty clasps, loose settings, or structural problems that occur under normal wear. The warranty does not cover damage from accidents, normal wear and tear, or improper care.
What if a stone falls out of my jewelry?
If you purchased the piece from us, stone replacement is covered under our warranty if it's due to a setting defect. If the stone is lost due to damage or normal wear, we can replace it for the cost of the stone plus a small setting fee. We recommend annual inspections to prevent stone loss.
Payment & Financing
What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, American Express, Discover), PayPal, Apple Pay, and bank wire transfers. For custom pieces or high-value purchases, we also accept payment plans with approved credit.
Do you offer financing options?
Yes, we partner with several financing companies to offer flexible payment options. We offer 0% interest financing for qualified customers on purchases over $1,000. Contact us to learn more about available financing options and to apply.
Is my payment information secure?
Absolutely. Our website uses SSL encryption and is PCI DSS compliant. We never store your complete credit card information on our servers. All transactions are processed through secure, encrypted connections with our payment processors.
Can I put a deposit down on a custom piece?
Yes, we typically require a 50% deposit to begin work on custom pieces, with the balance due upon completion. This deposit secures your place in our production schedule and covers initial materials and design work.
Still Have Questions?
Can't find the answer you're looking for?
Our knowledgeable team is here to help. Contact us by phone, email, or visit our showroom for personalized assistance.
Phone: (555) 123-4567
Email: hello@jewelryatelier.com
Hours: Monday-Friday 10AM-6PM, Saturday 10AM-4PM